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Anne – Customer Support Manager
Anne's team is measured on
Customer Satisfaction and Mean Time to Resolution. Six months ago,
her team adopted Slack. Explore below to see how it changed the way they work.
🔍 Finding answers
When Anne is on live chats or calls with customers, she needs to be able to quickly
find answers to questions about HaberDash's extensive line of products.
Before Slack, when Anne needed to find an answer, she could:
Walk the floor and try to find someone from the product team to ask.
Send an email to someone on the product team and hope to hear back.
She'd often wait hours, or even days to get an answer. Mean time to resolution was suffering, and her customers were frustrated.
📂 Next up: Click the 'After Slack' tab
Using Slack, Anne's team was able to streamline their communication with the product team. Here's what it looks like today:
They have a rule to
search first before asking a question in Slack. They have a
public channel where reps can pose questions directly to the product team. The product team
emoji reacts to questions from reps with 👀 , to let them know they're looking into it, and a ✅ when resolved. Team members use
mentions to call attention to subject-matter experts.
🎉 You're done! Move onto the next workflow.
👥 Reducing time in meetings
Anne is expected to be at a weekly 1:1 with her manager, a weekly team huddle, and a daily standup. She hardly has any time to get real work done!
Before Slack, Anne felt like her time in meetings was ineffective:
Meetings were often called without an agenda.
Too much time was spent sharing personal updates.
Every minute spent in a meeting was a minute Anne could have spent helping a customer.
Using Slack, Anne's team has improved meeting efficiency, allowing them to spend more time helping customers:
For updates, the team has a weekly
that triggers every Monday. Slackbot reminder Managers share meeting agendas as an
editable Post in the #support-team channel the day before a meeting.
🎯 Getting feedback
Anne often needs feedback on tickets, to make sure the information she shares is accurate. But it can be hard to know who to ask.
Before Slack, when Anne needed feedback, she had two options:
Ask the colleagues in her pod, and hope someone was familiar with the issue she was dealing with.
Send an email to her manager and ask her to review her work.
Because Anne felt badly when interrupting her colleagues, she'd sometimes send customers inaccurate answers.
Using Slack, Anne now benefits from the collective knowledge of the team in near real-time, and doesn't have to worry about interrupting people:
They have a
called #support-team where reps can drop in at any time to ask for feedback on a ticket. public channel The team
to requests for feedback, to let the requester know they're working on it. emoji reacts Suggestions are made using
threads, keeping conversations organized.
📰 Keeping informed
Anne feels like she's on every distribution list at the company. It's hard to know what's important, and what can be ignored.
Before Slack, Anne's inbox was overloaded by announcements. They included:
Important updates from the CEO.
Colleagues looking to sell their couch or car.
Policy updates from the security team.
She received at least 10 broadcast emails per day and it was hard to know what was important and what could be ignored.
Using Slack, Anne's team has developed etiquette to make sure they never miss a thing:
Each department has an
for important updates, with a strict #announcements channel reactions only policy. Important announcements are
to the channel for easy reference. pinned
🙇 Centralizing information
Anne's team receives customer feedback everyday, but it can be hard to ensure that feedback makes it back to the team designing their products.
Before Slack, funneling feedback to the product team required a great deal of time from Anne's team. They had to:
Identify important feedback manually, and try to find the right person to forward it to.
Hold a monthly session for the product team to discuss feedback trends.
Anne's team was sitting on a goldmine, but because they used a different tool for customer support, nobody else in the company could see it!
Using Slack, feedback from customers is automatically piped into a dedicated Slack channel, visible to everyone:
The team installed their customer support app from the
. Slack App Directory
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